This is a discussion on Pokerstars account frozen within the online poker forums, in the Poker Rooms section; My 6 years old account on pokerstars was frozen on the 13th of March right after winning a $109 tournament. I received an email about

My 6 years old account on pokerstars was frozen on the 13th of March right after winning a $109 tournament. I received an email about a security check and asking for id documents and relations to 2 other accounts. One account is my husbands and one was created by me a long time ago and forgot about it. Anyway i did not use that account , and never played with my husband in the same time. I usually only play tournaments and this now is my first major win.
I now should have around $14.000 in the account but can't access it
It is now over 3 weeks since the account is frozen and all my emails are replied with what looks like a predefined message, to have patience as this is a busy time..
Did anyone else had a situation like this? This is really taking a long time and other sited usualy have an online chat or other methods of contact but on pokerstars i find no other means.. I don't play that often and when i do i loose so this is the first time i won and i can't enjoy the win
Thanks for your time.

Ouch.. I have not experienced similar situation, but it must be confusing, when all your time what you spend to increasing your bankroll was lost time... I think they frozen it because you had two accounts, not for your husbands account... I wish you they allow your money to cashing out!

#3

5th April 2016, 12:25 PM

Aceplayer55 [309]

You can only have one account, but two people in the same household can have different accounts. Just a guess, but you probably need to prove to them that the other person exists.

#4

5th April 2016, 12:33 PM

Capitulu [2]

Quote:

Originally Posted by Aceplayer55

You can only have one account, but two people in the same household can have different accounts. Just a guess, but you probably need to prove to them that the other person exists.

My hasband has his account verified and it's way older than mine so should not be a problem. As for my other account, from what i remember, when i created it i received an email about a duplicate account and never used it again. That's like 4-5 years back.

#5

5th April 2016, 1:23 PM

Aceplayer55 [309]

re: Poker & Pokerstars account frozen

Quote:

Originally Posted by Capitulu

My hasband has his account verified and it's way older than mine so should not be a problem. As for my other account, from what i remember, when i created it i received an email about a duplicate account and never used it again. That's like 4-5 years back.

Their software has a help which has an option to contact support, which brings up a form. It seems to work even if you arent logged in.

GL

#6

11th April 2016, 8:03 PM

veltins [977]

Online Poker at: pokerstars

Game: both

it seems the problem s due to you having 2 accounts. doesnt matter how long ago it was created . best of luck in getting the money bak from them.

#7

11th April 2016, 9:04 PM

orsino12 [250]

Poker at: pokerstars

It seems the problem with duplicate accounts only became a problem after a significant win. Funny how there was no problem for 4 or 5 years until then.

#8

11th April 2016, 9:16 PM

rhombus [2,379]

Game: NL/PLO/PLO8

Quote:

Originally Posted by orsino12

It seems the problem with duplicate accounts only became a problem after a significant win. Funny how there was no problem for 4 or 5 years until then.

Maybe they only filter and check accounts with certain balances or winnings of a certain amount so when you won a certain amount your account was checked for any irregularities, whereas in the past your account wasn't on the radar so to speak.

#9

12th April 2016, 8:39 AM

theRaven68 [1,120]

Poker at: available

Game: nl holdem

As i remember, the official policy is: one account per person and one account per household

#10

12th April 2016, 9:16 AM

Kavaleits [233]

Game: holdem

re: Poker & Pokerstars account frozen

Probably you will never be able to access your account, because you got 2 accounts, pokerstars will never let players to use more than one account, other way- ban for all time. And its not only about pokerstars - its about all poker rooms.

#11

12th April 2016, 10:31 AM

fletchdad [7,480]

Poker at: Weddings

Game: holdem

First off @theRaven68. One account per person, yes. One account per household, no. My wife used to play. We both had account at the same poker room. I contacted support before she opened her account and they absolutely gave me the green light for multiple accounts in one household. There are rules to follow, but as long as you do, it is totally no problem to have more than one account per household.

@OP: The 2 accounts will be sticky. One thing I can suggest is to make sure you remain patient and, above all, polite and helpful in your communication with support. If the first account has been dormant since the second one was opened, and, as you said above, there was an inquiry when you opened it, then this will all be proven in the long run.

The thing is, 2 accounts are forbidden and a reason to have your account frozen and your money confiscated. It is in the TOS. Having said that, if you had communicated with support over the 2 accounts way back when, then explain this. People make honest mistakes, and even tho stars can still freeze you because, after all, you did violate TOS, they may opt to let it slide... IF(!) they are convinced that it was an honest mistake. People are people and make mistakes. People are people in support as well. So, stay polite, patient, and comply with all their demands, for ID; for verification etc. Send a detailed explanation of how this happened, and make sure to be very sincere in your apology for YOUR mistake.

Good luck.

#12

12th April 2016, 10:39 AM

herlis [120]

from what i know you should have asked poker stars their permission before openning the second account.i think its in their rules but not really sure.

[B]It seems the problem with duplicate accounts only became a problem after a significant win. Funny how there was no problem for 4 or 5 years until then.

Lol at that reasoning, would you like the poker sites to give your money to someone else, of course they are going to check who they give players money to, you should be glad they do these checks.

Quote:

Originally Posted by rhombus

Maybe they only filter and check accounts with certain balances or winnings of a certain amount so when you won a certain amount your account was checked for any irregularities, whereas in the past your account wasn't on the radar so to speak.

When you ask for a payout for the first time the alarm bells sound at all sites until your account is reviewed and you ID checked.

Quote:

Originally Posted by theRaven68

As i remember, the official policy is: one account per person and one account per household

Wrong, there are quite a few CCer's and their partners who each have Stars accounts at the same household.

fletchdad answered it very well.

Quote:

Originally Posted by herlis

from what i know you should have asked poker stars their permission before openning the second account.i think its in their rules but not really sure.

Wrong, Stars will not allow you to have 2 accounts with their permission.

#15

19th April 2016, 8:13 PM

bkkblues99 [18]

re: Poker & Pokerstars account frozen

Send them your id scan to the address they mentioned. PS is usually very fair with these things.

#16

20th April 2016, 11:18 AM

fletchdad [7,480]

Online Poker at: Weddings

Game: holdem

@OP: How about an update?

#17

20th April 2016, 11:21 AM

wildyetty [1,254]

Poker at: PARTY POKER

Game: NLHE

I always find it funny that someone comes on here and either ther first or second post is a complaint about a site locking their account.

#18

20th April 2016, 12:43 PM

milka1605 [576]

Online Poker at: full tilt

Game: poker

I read about another case of blocking registration at SS. Two players sat down at a table for two and tossed the money to each other. As a result, both of them froze and demanded a documents and explanations. One of the players has achieved the defrosting of an account and access to the account after 3 years.

#19

20th April 2016, 3:38 PM

fletchdad [7,480]

Poker at: Weddings

Game: holdem

Quote:

Originally Posted by wildyetty

I always find it funny that someone comes on here and either ther first or second post is a complaint about a site locking their account.

Yea, when they no longer post it does make you wonder why they started. Someone innocent of wrongdoing will persevere.

#20

21st April 2016, 8:54 AM

BigJamo [2,013]

Online Poker at: Poker Stars

Game: Hold'em/RAZZ

re: Poker & Pokerstars account frozen

Quote:

Originally Posted by wildyetty

I always find it funny that someone comes on here and either ther first or second post is a complaint about a site locking their account.

I dont know why people would try and have multiple accounts in the first place.
These businesses are ruthless. They dont take this crap lightly.